Customer Service Training

Defining Excellent Customer Service

  • Describe exceptional customer service.
  • Identify the benefits of great customer service.
  • Recognize barriers to the delivery of outstanding customer service.
  • Recognize and adapt to specific customer behavior styles.
  • Demonstrate how to measure customer satisfaction levels and take corrective action if needed.
  • Learn techniques for dealing with angry or upset customers.
  • Develop a personal action plan to improve customer service skills.

Handling Difficult People Training

  • Maintain a friendly and professional manner.
  • Acknowledge that a difficult situation exists.
  • Calm the customer by questioning and verifying.
  • Focus the customer on the current situation.
  • Handle the situation.
  • The rebound effect.

Better E-mail Communication Training

  • What are the biggest email problems and why do they occur?
  • Subject lines
  • From Lines Greeting
  • Body of the letter
  • Rule of thirds
  • Message length
  • One message per email
  • Signature lines
  • Closing
  • Postscripts

Negotiation Training

  • Introduction to Negotiations
  • Fear of Negotiation
  • Five Phases of Negotiation
  • Identify and Understand Needs and Interests
  • Look for Options
  • Reading Body Language
  • Negotiating With Different Personality Types
  • Negotiation Styles
  • Conflict Resolution
  • Methods of Dealing with Conflict
  • Concessions
  • Common Negotiation Tactics
  • Dealing with the Tough Negotiator
  • Uncover the Optimum Deal
  • Establishing a Winning Plan

Sales Training

Essential Sales Skills

  • What it takes to be successful in communication sales.
  • Personality traits that help and hinder.
  • Habits that you must develop, habits that you must break.
  • Working with different personalities.
  • Customer-centric vs. company-centric.
  • The consultative approach.

Buying Motivations

  • The five essential benefits of communication technology.
  • The communication problems of health care, education, industry, government and commerce, and how to discover which ones will lead to a sale.


  • Finding suspects.
  • Statements and questions that resonate and engage.
  • Turning the monologue into a dialogue.
  • Unanticipated solutions that convert suspects into prospects.
  • Recognizing when the suspect is not a prospect, and how to leave him/her with a uniquely positive impression.

The Interview

  • Active listening.
  • Determining if you have a solution.
  • Determining if your solution can get funded.
  • Eliminating the competition early in the process.

The Presentation

  • Demonstrations.
  • Visual aids.
  • Questions and answers.
  • References.
  • What to say when your time is limited.

Advancing to the Sale

  • The right and wrong ways to follow up.
  • Telephone vs. email.
  • Negotiating price.
  • When your main contact leaves the company.
  • How to ask for the sale (without asking for the sale).


  • The decision to purchase is not the last step.
  • Procurement policies, procedures and challenges of health care, education, industry, government and commerce.